Virtual Service Desk Support – Flexible Hours, Work Anywhere in Canada

Mashreq Bank; Canada; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

A technology consultancy firm is seeking a Virtual Service Desk Support specialist to deliver IT support remotely across Canada. The ideal candidate will have a strong understanding of IT systems, excellent problem-solving skills, and a commitment to customer service. Responsibilities include troubleshooting technical issues, managing client requests, and maintaining documentation. This role offers competitive compensation and an inclusive work culture focused on growth and innovation.

Benefits

Fully remote position

Flexible work hours

Paid training

Competitive compensation

Supportive company culture

Qualifications

• Previous experience in IT support, helpdesk, or technical customer service is preferred.
• Experience working remotely or in a virtual support environment is an advantage.
• Hands-on knowledge of Windows, Mac, or Linux operating systems is a plus.

Responsibilities

• Respond promptly to incoming support requests from clients across Canada.
• Diagnose and troubleshoot technical hardware, software, and network issues.
• Provide step-by-step guidance to resolve technical problems efficiently.
• Document all incidents in the service management system.
• Escalate complex issues to senior IT staff as needed.

Skills

Strong understanding of computer systems

Excellent verbal and written communication skills in English

Strong customer service orientation

Ability to manage multiple tasks

Tools

Microsoft 365

Google Workspace

Ticketing systems

Remote desktop tools

Job description

Job Summary

Houston Skilled Consultancy is seeking highly motivated and tech-savvy individuals to join our team as Virtual Service Desk Support specialists. This role offers the flexibility to work from anywhere in Canada while delivering exceptional IT support and customer service to our diverse client base. The ideal candidate will have a strong understanding of IT systems, excellent problem-solving skills, and a commitment to providing timely and effective support.

As a Virtual Service Desk Support specialist, you will be the first point of contact for clients experiencing technical issues, assisting them through troubleshooting, incident management, and resolution tracking, all while maintaining a high standard of customer satisfaction.

Key Responsibilities

• Respond promptly to incoming support requests via phone, email, and chat from clients across Canada.

• Diagnose and troubleshoot technical hardware, software, and network issues.

• Provide step-by-step guidance and support to resolve technical problems efficiently.

• Document all incidents, requests, and resolutions in the service management system.

• Escalate complex issues to senior IT staff or specialized teams as needed.

• Maintain updated knowledge of company products, services, and IT policies.

• Participate in virtual team meetings and contribute to continuous process improvement.

• Ensure compliance with data security and privacy standards in all client interactions.

Required Skills and Qualifications

• Strong understanding of computer systems, networks, and remote troubleshooting.

• Excellent verbal and written communication skills in English.

• Ability to explain technical concepts clearly to non-technical users.

• Strong customer service orientation with a patient, professional approach.

• Ability to manage multiple tasks, prioritize workload, and work independently.

• Familiarity with ticketing systems, remote desktop tools, and common business software (e.g., Microsoft 365, Google Workspace).

Experience

• Previous experience in IT support, helpdesk, or technical customer service is preferred.

• Experience working remotely or in a virtual support environment is an advantage.

• Hands-on knowledge of Windows, Mac, or Linux operating systems is a plus.

Working Hours

• Flexible hours; candidates can work from anywhere in Canada.

• Shifts may include evenings, weekends, or variable schedules to provide broad coverage.

Knowledge, Skills, and Abilities

• Strong problem-solving and analytical skills.

• High level of self-motivation and accountability.

• Adaptability to new technologies and software updates.

• Ability to work independently while staying connected with virtual teams.

• Strong organizational skills and attention to detail.

Benefits

• Fully remote position – work from the comfort of your home.

• Flexible work hours to accommodate personal schedules.

• Paid training and continuous professional development opportunities.

• Competitive compensation with performance-based incentives.

• Supportive and inclusive company culture with a focus on employee well-being.

Why Join Houston Skilled Consultancy?

Houston Skilled Consultancy is committed to creating a dynamic and inclusive work environment that values growth, innovation, and collaboration. By joining our team, you will have the opportunity to develop your IT support skills, work with cutting-edge technology, and contribute to meaningful client solutions—all while enjoying the flexibility and convenience of remote work.

How to Apply

Interested candidates are invited to submit their resume and a cover letter highlighting relevant experience and skills. Please include Virtual Service Desk Support – Canada in the subject line of your email. Applications can be sent to usor submitted via our online application portal on the company website.